What is the Refresh Program?

The Refresh Program is an IT-managed initiative that provides new laptops and desktop computers to eligible staff and faculty when they are hired.  Additionally, it ensures these devices are replaced on a regular, scheduled basis to keep equipment up-to-date.

Who is eligible?

Full-time, permanent staff as well as  full-time tenured or tenure track faculty, are eligible for the Refresh program.

How often is the refresh cycle?

The typical refresh cycle is every three to four years for faculty and every four to five years for staff. Your eligibility for a refresh is determined by the age of your computer, identified by its university property number.  These timelines may vary based on the available budget.

What are the computers offered?

IT offers four standard computer options that meet the needs of most of the campus community: a Windows PC and an Apple Mac, each available as a desktop or laptop.  Staff are provided with a standard Windows desktop or laptop.  Faculty can choose between a Windows or Mac desktop or laptop, with alternative configurations based on specific business needs.

What are the hardware and software specifications of the computers being offered?

A current list of the standard hardware and software  specifications for the offered computers can be found on our Workstation Hardware and Software page.

What if I want something that is not on the standard option list?

The four standard computer options are designed to provide a reliable, long-lasting computing platform for the duration of the refresh cycle. These standardized configurations are essential to keep the Refresh Program cost-effective, as we receive significant price reductions by purchasing large volumes of these systems.

If your computing needs exceed what the standard systems offer, you can submit your specific requirements to IT. We will work with our vendors to find the right equipment.

IT covers the base cost of computers under the Refresh Program, but any additional costs are typically the responsibility of the requester's department. Please note, IT cannot provide funding for equipment that falls outside the scope of our negotiated contracts.

Can I keep my old computer as well as receive a new one?

No, you cannot keep your old computer when receiving a new one. Your old computer must be returned so it can be evaluated. If it's still functional and supportable, it may be redistributed to part-time faculty, contract staff, or departments that are not eligible for the Refresh Program. These computers are also used to improve department (non-IT) labs and meet other campus needs.

Who can I contact with questions regarding the Refresh Program?

For any questions about the Refresh Program, feel free to contact the IT Help Desk by phone, email, or visit us in-person.

Adobe Creative Cloud includes applications for a wide variety of purposes, including PDF editing, video production, photo editing, web design, and much more. The following example demonstrates installation of Adobe Acrobat DC. Acrobat DC allows for creation & editing of PDFs, as well as a variety of PDF and e-signature tools.

(Note for Mac users: Creative Cloud applications require Mac OS 10.13 High Sierra or later. Apple provides instructions for determining which Mac OS version your are running.)

1. Open Creative Cloud.
   • You may have an Adobe Creative Cloud shortcut on your desktop. If so, double-click that. If not, launch Creative Cloud using the following instructions.
     • ​On a Mac, click "Finder" at the bottom left of your dock, then click "Go" at the top of the screen. Select "Applications" then launch Adobe Creative Cloud.
     • On a Windows PC, click the Start Button (Windows logo) on the bottom left of your task bar, then launch Adobe Creative Cloud.
        
2. If you are not logged in, use your Sonoma State email address to sign in.
   
   
   
   
    
3. If prompted, select Company or School Account and then provide your SSU credentials (username & password) on the Online Services login screen.
   
   
   
   
    
4. Once Creative Cloud is open, go to "All apps" on the left side of the screen. Near the top of the screen, ensure "Desktop" is selected. On the right side of the screen you will see all of the applications available in your subscription. Click "Install" on the application you want to install. In this example, Acrobat DC is selected.
   
   
   
   
    
5. Once your application is finished installing, you will see it listed under "Installed". You may launch it by clicking the "Open" button. You should also now have a shortcut to the application in your Programs/Applications menu on your computer.
   
   
   
   
    

If you have any questions or need assistance, please contact the IT Help Desk.

Please follow the instructions below to enable access to Creative Cloud Desktop Apps on your personal device.

1. Visit https://creativecloud.adobe.com and use your school credentials to sign in.
   
   
   
   
    
2. If prompted, select Company or School Account and then enter your password. Or provide your credentials in your school’s login screen.
   
   
   
   
    
3. From the Creative Cloud website, browse for and download your desired app. Click Apps on the top of the page to view all apps.
   
   
   

For more information on how to download or install apps, see Download and Install Creative Cloud apps.

Information Technology provides web and video conference capabilities, and phone service, to Sonoma State University powered by Zoom. In our accompanying Zoom Web & Video Conferencing page, we provide general information and describe accessing your Zoom account profile via the Zoom tile in Online Services. In our Zoom Phone Overview and Zoom Phone FAQ pages, we provide general information and describe using the Zoom client phone functionality, as well as describe how to migrate from a physical Avaya phone to a Poly phone. Your Zoom profile is where you can schedule meetings, change settings, access recordings, listen to voicemail, and more. It is important to differentiate between the Zoom "profile" accessed via Online Services, and the Zoom "application" that is installed on your computer. The Zoom application is where meetings are actually conducted and phone service is utilized. Within the application, you have access to some of the same functionality as your Zoom profile (settings, schedules, voicemail, etc.), but the profile is more comprehensive. Most importantly, logging into your Zoom profile does not log you into the Zoom application automatically (ex: using the Zoom tile in Online Services). Similarly, initiating a meeting from your Zoom profile does not transfer your login credentials into the Zoom application. It is possible to be logged into the application with a different account than your Zoom profile, such as a personal account, thereby potentially causing issues. It is very important to understand how to log into the Zoom application with the desired Zoom account.

The following example demonstrates logging into the Zoom application with your Sonoma State Zoom account.

1. Open the Zoom application.
   • You may have a Zoom shortcut on your desktop. If so, double-click that. Alternatively, you may have a Zoom shortcut on your dock or task bar. If so, click that. If not, launch Zoom using the following instructions.
     • ​On a Mac, click "Finder" at the bottom left of your dock, then click "Go" at the top of the screen. Select "Applications" then launch Zoom.
     • On a Windows PC, click the Start Button (Windows logo) on the bottom left of your task bar, then launch Zoom.
     • On a Chromebook, first ensure you have installed the Zoom app from the Chrome Web Store. (Note that the alternative Android version of Zoom from the Play Store may not allow you to log in properly. The Zoom Chrome app is preferable.) Next go to your App Launcher, and select Zoom. (The following screenshots will differ from your version but the process is nearly identical. Please see Zoom's Chrome OS support page or their blog for more info.)
     • On an Android phone or tablet, or iOS device (i.e.. an iPhone or iPad), install the Zoom app from the Google Play Store or Apple App Store. Open the Zoom app and sign in following steps 2-5 below (Screenshots will differ, but the process is similar. Please see Google and Apple's support pages for general app installation help.)
        
2. Once the Zoom application launches, if you are not already logged in, select Sign In.
   
   
   
   
    
3. At the "Sign In" screen, select Sign In with SSO.
   
   
   
   
    
4. At the "Sign In with SSO" screen, type sonomastate (if it is not already populated), and click Continue. (If you arrive at a screen titled "Search company domain", simply select "I know the company domain" below first.)
   
   
   
   
    
5. You should now be taken to the SSU Online Services screen. Sign in with your Sonoma State user ID and password.
   
   
   
   
    
6. The Zoom app may launch and finish logging you in automatically. If not, select Launch Zoom. If a small "Open Zoom Meetings?" window pops up, select Open Zoom Meetings.
   
   
   
   
    
7. The Zoom application should now open. To confirm you are signed in, click the image or initials icon that represents you in the upper right corner. The menu that pops out will display your name and the email account you are signed in with. If you are staff, current faculty, or an enrolled student, you should see the word "Licensed", indicating you have a Pro Zoom account.
   
   This same menu also provides important options for accessing settings, checking for updates, signing out, switching accounts, and more.
   
   
   
   
    

If you have any questions or need assistance, please contact the IT Help Desk.

Luxer One lockers provide a convenient and efficient solution for managing equipment pick-up and drop-off needs at the IT Help Desk. Designed to facilitate smooth transactions especially during off-hours, these lockers are ideal for students, faculty and staff who require flexibility in accessing IT equipment. Whether it's picking up a laptop after repair or returning borrowed computing equipment, the Luxer One lockers offer a secure and accessible option, ensuring that your time constraints from our operating hours are not a constraint on transferring equipment.

Account Setup

To begin using Luxer One lockers, you must first set up a personal account. This process is simple and we have provided detailed instructions on our Luxer One Locker Account Creation website.

How to Drop Off Equipment

To drop off equipment using the lockers, please follow these steps.

• Contact the IT Help Desk and coordinate the creation of a ticket for your device. Provide details about the equipment and the reason for the drop-off.
• If you have not already done so, create a Luxer One account following the instructions listed above.
• Head to the Luxer One lockers located outside Salazar Hall.
• At the locker kiosk, select the 'Drop-off' option on the screen.
• Follow the prompts to input your Luxer One account and select “Sonoma State Help Desk” when selecting who the drop-off is for.
• A locker will open and you can place your item inside.
• Ensure the locker is securely closed and your transaction is completed on the kiosk.
• You'll receive a confirmation email once the drop-off is successfully recorded. You will receive another confirmation email once the item has been retrieved from the locker by an IT staff member.

Information About Computer Pickup

To pick-up equipment from the lockers, please follow these steps.

• Coordinate with a technician via the ticketing system to place your equipment in the lockers.
• If you have not already done so, create a Luxer One account following the instructions listed above.
• Once IT services have completed work on your device, they will securely place it in a Luxer One locker.
• You'll receive an email notification from Luxer One with a unique pickup code or QR code.
• Visit the lockers at your convenience, and at the kiosk, select 'Pick Up'.
• Enter your code or scan the QR code to unlock the appropriate locker.
• Retrieve your device and ensure the locker is securely closed.
• To ensure that you can utilize the computer off-campus, please sign into the device before leaving campus with the equipment.
• In case of any issues during pickup, contact the IT Help Desk immediately for assistance.

Transcript

1. Login to your macOS workstation with your campus credentials
2. From the "Go" dropdown menu, select Applications
3. Scroll down to and Open the Self Service Application
4. Select the "NOMAD Install" icon
5. Select Install
6. The install process will run automatically for about 30 seconds
7. Your workstation will restart and return you to the updated login screen
8. Login to your macOS workstation with your campus credentials

iPad

• Visit your iPad's App Store and search for Read&Write for iPad by Texthelp ltd. Install the free Read&Write app.
• Launch the Read&Write app and go into the Settings. Click Enter Serial.You'll need to copy and paste the serial number to activate the product.
• Serial: 439295835876447632
• Once you've activated the product, you'll need to add the keyboard and speech settings.

Installing the Read&Write for iPad Keyboard

• Go to your iPad's Settings
• Tap General and then Keyboard
• Tap Keyboards and then select Add New Keyboard
• Select Read&Write and then select Read&Write Keyboard
• Switch on Allow Full Access

Text to Speech

To hear text read back to you, you'll need to turn on Speak Selection in your iPad's settings

• Go to your iPad's Settings
• Tap General and then Accessibility
• Tap Speech
• Switch on Speak Selection
• Tap Voices to select the language, region, and speaker

Android Tablet

• Visit your tablet's App Store and search for Read&Write for Android by Texthelp ltd. Install the free Read&Write app.
• The first time you run Read&Write for Android, you will be shown a Setup Wizard.
• Detailed instructions for navigating the Setup Wizard can be found here.
• The Setup Wizard will give you the option to activate the product either with a serial number or by signing into Google. You must activate using a serial number.
• Serial: 439295835876447632

Note: In order to use the VPN client, the user must be set up with the Duo multi-factor authentication.

How to Install VPN

1. As an administrator of your computer, open a web browser and go to https://vpn.sonoma.edu.

2. You’ll be asked to authenticate through our Online Services. Put in your user ID and password. 

3. At the Palo Alto Networks Global Protect portal, click on the download link of your choice to download the VPN client. (For the majority of PCs, you would choose Windows 64 bit.)

4. Run the GlobalProtect installation file you just downloaded.

How to Connect to VPN

1. Once the application is installed, the window below will appear. In the blank field, type vpn.sonoma.edu and click on Connect
   
2. You’ll be asked to authenticate again.
    
3. A new icon for GlobalConnect will appear in the system tray, indicating that you are connected.
   
4. A message saying "Welcome to Sonoma State Networks" will pop up to confirm your connection. You have to close it otherwise it will remain in the bottom right corner.

How To Disconnect from VPN

Note: In the event that the VPN connection is enabled but not connected, the application will repeatedly pop up to indicate that you need to connect. To remove that constant reminder, disable the VPN.

1. To disable the VPN, click on the Global Protect icon in the system tray and click on the “gear” symbol on the top right of the GlobalProtect window.
    
2. There you’ll see a choice to disable the VPN.
    
3. The icon below located in your system tray indicates that the VPN is now disabled.
   
4. To re-enable the VPN connection, click on the icon and choose Enable.

Make VPN Icon Visible in System Tray

1. If you’d like to see the VPN icon on the taskbar, click on the Windows Start icon on the bottom left side of the desktop.
    
2. Type Settings and then click on Settings to enter that environment.
    
3. Click on Personalization and then, in the side-menu, click on Taskbar.
   
4. Scroll down to and click on "Select which icons appear on the taskbar".
    
5. At the Global Protect client icon, click the slider to select "On".

NOTE: In order to use the VPN client, the user must be set up with the Duo multi-factor authentication.

How to Install VPN

1. As an administrator of your computer, open a web browser and go to https://vpn.sonoma.edu.
    
2. You’ll be asked to authenticate through our Online Services. Put in your user ID and password.
    
3. At the Palo Alto Networks Global Protect portal, click on the download link "Download Mac 32/64 bit GlobalProtect agent".
    
4. Run the GlobalProtect installation file you just downloaded.

How to Connect to VPN

1. Once the application is installed, the window below will appear. In the blank field, type vpn.sonoma.edu and click on Connect.
   
2. You’ll be asked to authenticate again.
    
3. The icon below will appear in your menu at the top of your screen, indicating that you are connected.
   
4. A message saying "Welcome to Sonoma State Networks" will pop up to confirm your connection. You have to close it, otherwise it will remain on your screen.
    

Note: In the event that the VPN connection is enabled but not connected, the application will repeatedly pop up to indicate that you need to connect. To remove that constant reminder, disable the VPN.

1. To disable the VPN, click on the Global Protect icon in your menu bar and click on the “gear” symbol on the top right of the GlobalProtect window.
   
2. Click on Disable.
    
3. The greyed-out icon indicates that the VPN is now disabled.
    
4. To re-enable the VPN connection, click on the icon and choose Enable.

Note: You may see an alert indicating the computer’s antivirus needs to update its definitions or indicating that there is no antivirus software installed. On a state-tagged computer, your VPN connection will continue to work in spite of the alerts. On a non-state-tagged computer, you may be prevented using the VPN until the issue is rectified.

Note:  Please contact the IT Help Desk for assistance with procuring and downloading software.

Free Software Available to Students

• Equatio
• JMP
• Mathematica
• Read&Write

Free Software Available to Staff/Faculty

• Adobe Creative Cloud Full Suite
• Adobe Acrobat DC
• Camtasia
• Equatio
• IBM SPSS Statistic
• JMP Pro
• Snagit
• Read&Write
• Mathematica

About Support Standards

In an effort to more effectively provide service and support to the campus, Information Technology has developed standards for hardware and software. These guidelines will help insure the best support possible and improve the overall quality of support to the campus.

Why Hardware & Software Standards?

IT Hardware and Software Support Standards define support levels for different types of computer platforms, operating systems and software applications that are in use around campus. IT can provide excellent service to people whose computers adhere to these standards. IT has found that most of the problems that people experience with non-standard computers are related to a few factors.

Aging Computers

Older computers very often do not have the ability to run current operating systems and applications properly. Further, the user's computing needs are beyond the technological ability of the aging computers.

Operating System Incompatibilities

When a computer's operating system is upgraded repeatedly without cleaning up pieces of old operating systems the computer can experience problems caused by incompatibilities between old and new parts of the operating system.

Aging Applications

Out of date applications often have problems coexisting with new software, operating systems, or computer hardware.

Mystery Files

Many people on campus have "hand-me-down" computers. These have been passed on with many of the previous users' applications, system software, personal data and preference files. Most users aren't sure what can and can not be safely deleted, so the files remain or get moved to a storage folder. These files can eventually cause incompatibility problems with newer software.

This is where the standards come in. If users adhere to a basic set of standards in hardware and software many of these problems are avoided completely. Used in conjunction with procedures IT has established for workstation setup and maintenance, it is faster and easier for IT to fix problems when they do occur, and the overall downtime users experience is reduced.

Further, using the new standards, IT personnel can focus their training and procedural development on supported equipment and software, thereby improving the quality of service IT provides the campus for supported hardware and software. 

How to add titles to the supported software list

There are many applications in use on this campus and to try to list every one would be a mammoth undertaking, therefore, you will typically find only the most commonly used software applications on the IT support list. If you do not see a software title on the IT support list it may be assumed that the title is not supported by IT.

The IT Software/Hardware Support Review Committee will meet several times a year to review the support list and to make appropriate additions and changes. If a department or group is using a particular application that is not currently on the IT Software/Hardware Support list they may wish to have IT consider support for that application. A request for review of that application may be made by sending email to Evan Ferguson, requesting review. If the review committee determines that the application is one that IT is capable of supporting, it will be included on the support list and the requestor will be asked to provide IT with one or more copies of the software to facilitate support of the application.

Support Level Definitions

Hardware Support

Recommended

IT has determined that this hardware platform will give the user the best performance and compatibility with common software in use on this campus. IT is capable of offering hardware support on these systems for those departments and offices eligible for support.

Supported

Computers in this category are eligible for hardware support although the systems may not be ideal performers for the end-user. It is possible the user may have problems running some software because of a lack of sufficient memory or disk space and overall performance may be lower because of processor speed and type. IT is able to offer support to all eligible departments and offices for computers in this category.

Unsupported

Computer hardware platforms in this category are not supported in any form and the use of this equipment is strongly discouraged. IT does not maintain, repair, or otherwise support computers or computer hardware at this level.

Software Support

Required

This must be installed on your desktop computer in order to receive support from Information Technology.

Recommended

This software has been identified as being the most compatible with campus computing resources. In most cases, IT Help Desk staff will be able to provide technical support for supported users questions/problems, and can install (or help install) and configure these titles.

Supported

In most cases, IT is able to assist users with installing and configuring these titles and can provide some limited troubleshooting and/or advice to supported users.

Unsupported

IT does not install, configure, troubleshoot, repair or provide instruction for these titles. Those using these titles must obtain support from other sources.

Discouraged or Prohibited

This software should not be installed/used on campus desktop computers. These titles have serious bugs and/or conflicts with other campus computing resources. IT does not provide any support for these titles. In some cases these titles will be deleted if found on SSU-owned campus computers. Additionally, installation or use of this software may nullify IT's support obligations for that desktop computer.

Software Standards

Core Software Applications - Faculty Workstations

This is a list of software installed on standard Faculty workstations delivered by IT.

Macintosh - MacOS Sonoma (14) and Newer

• Adobe Acrobat Reader DC
• Adobe Creative Cloud Application Manager
• Audacity
• Camtasia
• Chrome
• Firefox
• Google Drive
• iTunes
• Java
• Microsoft Office - Word, Excel, PowerPoint & Outlook
• Read&Write
• Safari
• Snagit
• SSU PowerPoint Templates
• VLC
• Zoom

Windows 11 Education

• 7-Zip
• Adobe Acrobat Reader DC
• Adobe Creative Cloud Application Manager
• Chrome
• Edge Chromium
• Firefox
• Java
• KeePass
• Microsoft Office - Word, Excel, PowerPoint & Outlook
• Notepad++
• VLC
• Zoom

Core Software Applications - Staff Workstations

This is a list of software installed on standard Staff workstations delivered by IT.

Macintosh - MacOS Sonoma (14) and Newer

• Adobe Acrobat Reader DC
• Adobe Creative Cloud Application Manager
• Audacity
• Camtasia
• Chrome
• Firefox
• iTunes
• Java
• Microsoft Office - Word, Excel, PowerPoint & Outlook
• Read&Write
• Safari
• Snagit
• SSU PowerPoint Templates
• Stuffit Expander
• VLC
• Zoom

Windows 11 Education

• 7-Zip
• Adobe Acrobat Reader DC
• Adobe Creative Cloud Application Manager
• Chrome
• Edge Chromium
• Firefox
• Java
• KeePass
• Microsoft Office - Word, Excel, PowerPoint & Outlook
• Notepad++
• VLC
• Zoom

Computer Platforms (Hardware)

Note: Product links in the following tables do not always display the exact specifications of the product you will receive. Each model has been customized to meet SSU requirements.

Handheld Device Hardware Support

IT does not currently support Handheld Devices. IT does not offer any support on Smart Phones or Handheld Devices aside from basic Email setup and WiFi connectivity.

Operating Systems

Unix

People using Unix systems (including all variants of Unix, Linux, Solaris, etc.) must demonstrate administrative competence and responsibility. Support will be offered on a case by case basis. IT reserves the right to perform periodic security audits of any Unix computer on campus, and terminate network access if/when security becomes a problem.

Improperly configured Unix-based computers present a substantial security hazard for the entire campus.

External Hardware - Recommended & Pre-approved

The following devices have been reviewed by IT and are recommended for most users in common situations.  If you have questions about compatibility with your computer, please contact the IT Help Desk.  IT Purchase Review is not required for the following items, but if you have any questions before purchasing please contact technology.purchase@sonoma.edu(link sends e-mail).

Zoom web conferencing includes an option that allows meeting hosts to provide closed captions for a meeting. Once enabled, the meeting host can assign the captioning function to a designated meeting participant. That captioner can then transcribe (type) the conversation into the CC tool. The closed captions are available to all meeting participants.

To enable captions:

1. Login to sonomastate.zoom.us.
2. Use your SSU Seawolf username and password to authenticate.
3. In your Zoom profile, click the My Settings tab  [view screenshot of step 3].
4. In the section labeled In Meeting (Advanced), click Edit [view screenshot of step 4].
5. Check Closed Caption [view screenshot of step 5 and 6].
6. Click Save.

All students and employees have access to Zoom and can set up meetings. Anyone in the world can be invited to and join a Zoom meeting, but only a host can start or schedule meetings. To access your Zoom account profile, login to Online Services, then click the Zoom button. To ensure you are also properly logged into the Zoom application on your computer, please see our additional support page.

Faculty using Canvas can schedule Zoom meetings in their courses using the Zoom Meeting activity.

Zoom Support Resources

• For more information about using Zoom, see SSU's Zoom homepage.
• Zoom provides a variety of helpful Support Topics, Video Tutorials, and Quickstart Guides on their Support Site.
• Additional quick answers can be found on Zoom's Frequently Asked Questions (FAQ).
• Zoom requires that all meetings have a Passcode or a Waiting Room enabled by default. Further information can be found on Zoom's FAQ.

Zoom Webinars

Meeting and Webinar platforms offer similar features and functionality but have some key differences. A full feature comparison can be found on Zoom's Meetings & Webinars FAQ. 

• Zoom Meetings support up to 300 participants. If your event needs to support more than 300 participants, a Webinar is appropriate.
• SSU has a very limited number of Webinar licenses. Access to the Webinar hosting feature is typically provided on a temporary basis in order to balance needs for the entire campus.

To discuss setting up a Webinar, please contact the IT Help Desk.

(For Zoom Phone info, please visit our Zoom Phone Overview.)